Tier 2 Support Specialist, DFR

Flock Safety Inc.

Job Overview

Location

Remote - USA

Job Type

Full-time

Full Job Description

📋 Description

• Own and manage day-to-day Tier 2 support cases for Drone as First Responder (DFR) customers through phone, email, and case-based workflows.
• Troubleshoot DFR-related issues involving drones, docks, firmware mismatches, launch and landing failures, in-flight video disruptions, and control anomalies using documented troubleshooting paths.
• Provide deployment and installation support for internal teams and customers, including configuration assistance, maintenance follow-through, and coordination with cross-functional stakeholders.
• Assist with support for connected systems and environments where troubleshooting procedures are established and repeatable.
• Create, track, and execute maintenance requests and operational support tasks to ensure continuous customer uptime.
• Advise customers on basic networking and infrastructure requirements necessary for reliable DFR operations.
• Partner with Deployment teams, Project Managers, Technical Account Managers, and Engineering to resolve issues and minimize customer disruption.
• Document troubleshooting steps, resolutions, and recurring issues to enhance internal knowledge resources and accelerate future case resolution.
• Escalate complex cases requiring log-level analysis, undocumented issues, crash investigation, pattern analysis, or engineering-level root cause validation.
• Support customers in a high-urgency environment where system uptime is mission-critical to public safety operations.
• Apply structured troubleshooting workflows while exercising sound judgment on when to escalate beyond Tier 2 support.
• Contribute to internal documentation by capturing edge cases, common resolutions, and process gaps to improve team efficiency.
• Build strong working relationships with Support, Deployment, TAM, and Engineering teams to ensure seamless handoffs and coordinated response.
• Maintain a high volume of active support cases with consistent quality, timely communication, and clear escalation practices.
• Become a reliable owner of DFR support issues falling within established playbooks, driving customer satisfaction through proactive resolution.
• Identify patterns in recurring issues and recommend improvements to support processes, knowledge bases, and escalation criteria.
• Support the evolution of the DFR support model by strengthening handoffs between Tier 1, Tier 2, and deeper technical escalation resources.
• Gain familiarity with public safety and government technology environments, ensuring alignment with operational and compliance expectations.
• Communicate clearly and effectively with both technical and non-technical audiences across diverse customer and internal stakeholder groups.

🎯 Requirements

• 3+ years of experience in support or help desk roles with exposure to DJI drone operations in a hardware and software environment.
• Hands-on familiarity with drones, docks, firmware, video workflows, and related support tooling used in DFR environments.
• Working knowledge of networking and infrastructure fundamentals as they relate to customer deployments and system connectivity.
• Experience supporting customers in fast-paced, high-urgency environments where system reliability is critical.
• Proven ability to document troubleshooting steps and contribute to internal knowledge resources.
• Familiarity with public safety or government technology environments and FAA Part 107 requirements, or ability to rapidly acquire this knowledge.

🏖️ Benefits

• Flexible PTO with 11 company holidays.
• Fully-paid health benefits including Medical, Dental, and Vision, plus an HSA match.
• 12 weeks of 100% paid parental leave with an additional 6-8 weeks of physical recovery time for birthing parents.
• $50,000 lifetime maximum benefit for eligible adoption, surrogacy, or fertility expenses through Maven.
• Access to Spring Health for personalized mental health support including therapy, coaching, and medication management.
• $150 monthly WFH stipend, $300 annual Productivity Stipend, and a one-time $750 Home Office Stipend.
• Career-level equity through Flock Safety Stock Options.
• Access to Cariloop for caregiver support and Carta Tax Advisor for 1:1 equity tax guidance.
• Employee Resource Groups (ERGs): Women of Flock, Flock Proud, LEOs, and Melanin Motion.
• Required ability to obtain and maintain FAA Part 107 certification and CJIS certification as a condition of employment.

Skills & Technologies

Spring

Remote

$70k-75k

Degree Required

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Flock Safety Inc.

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About Flock Safety Inc.

Flock Safety provides cloud-based automated license plate recognition and video analytics for law enforcement, private communities, and businesses. Its solar-powered cameras capture vehicle details, detect crimes such as theft and violent offenses, and generate evidence packages accessible via a web platform. The company emphasizes privacy controls, encrypted data handling, and configurable retention policies. Deployed across thousands of U.S. neighborhoods and agencies, the system integrates with existing public safety workflows to accelerate investigations, reduce response times, and improve crime clearance rates without adding patrol resources.

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